---
title: Troubleshoot missing emails in Infinity3
description: "Use these checks when an individual customer email is visible in Outlook or Gmail but missing from Infinity3. #### Check the connection 1. Open **Settings → My Profile → Email (2-way sync)**. 2. Confirm the connected address is the mailbox…"
url: "https://www.infinity3.co.uk/help/troubleshoot-missing-emails-in-infinity3/"
updated: "2026-10-08"
category: "Infinity3 Platform / Email & Conversations"
---

# Troubleshoot missing emails in Infinity3

Use these checks when an individual customer email is visible in Outlook or Gmail but missing from Infinity3.

#### Check the connection

1. Open **Settings → My Profile → Email (2-way sync)**.
2. Confirm the connected address is the mailbox involved.
3. Follow any displayed connection or permission prompt. If Microsoft requires administrator approval, ask your IT provider.

#### Check the message

- Confirm the sender’s email matches an existing Infinity3 contact.
- Check whether the email predates the connection: previous email history is not imported.
- Emails involving team members who are also users in the same Infinity3 account do not sync.
- For Outlook, attachments larger than **3 MB** can prevent syncing.
- Newsletters and workflow emails use a separate sending service; personal inbox sync is not the right test for these.

#### Run a simple test

Use an external address saved as a contact. Send an individual email from Infinity3 using your connected mailbox, then reply from the external account. Check both inboxes.

#### Still missing?

Contact Infinity3 with the mailbox address, contact, subject, approximate time and any error. Explain which direction failed and what you tested. Do not send passwords or verification codes.